Greenway Ford

terrible service experience Don't be fooled by their fancy phone system and polite telephone reservations crew (evidently outsourced and the right hand doesn't know what the left Don't be fooled by their fancy phone system and polite telephone reservations crew (evidently outsourced and the right hand doesn't know what the left hand is doing) You've got to be kidding! - I just showed up for Service after making an appointment and they told me "you are dropping off the car, right?" To which I said "Heck no, I made an appointment for 8:30am and was never told I'd have to drop the car off. I just drove 40 min from southwest Orlando and expected to wait. I have no one with me to take me home. The person who took the reservation did not tell me I would have to drop the car off." Then the service advisor nicely tells me "I'm so sorry, we have 25 cars ahead of you, we can't service your car while you wait". (at 8:30 am, mind you!) Then she went on to explain that the appointments people are off-site and get paid by appointment, so they don't ask "wait/drop off" because they are afraid of reducing their appointment count. So I asked for a manager and told them they need to change their reservation process (they ask 20 other questions, why not "will you be dropping off or waiting?"). Dave, the service manager explained that "the reservation agents make appointments for the service advisors, not the mehanics" AS IF THAT MADE ANY SENSE TO ME, THE CUSTOMER - I need my car repaired, I don't need an appointment with a service advisor. David then said he couldn't predict how long it would take and asked - how long are you willing to wait? and turned to the service agent and said "book him in - we'll try to get to him". I told him he shouldn't try to whitewash his appointment problem at my expense - I took time off my day to come to this appointment, but I can't wait an indeterminate amount. Their website even says "we understand how valuable your time is" - that's a laugh! I call xx!! How can they not tell me up front that I have to drop the car off? Also, how can they have 25 cars ahead of me at 8:30 in the morning when they open at 8? Get a clue, folks. As a 30+year customer service professional this is a deal-breaker. I can't recommend Greenway Ford. Tammy the service advisor was kind enough but couldn't make any change. Dave the Service Manager ought to be fired for hiding behind his "the reservation people make appointments with our service advisors, not with the mechanics" comment. Let's not even discuss the fact that he was so busy deflecting blame that he didn't even consider a rental car, or loaner, or offer to make another appointment for the next convenient time - not customer focused at all. He barely looked me in the eye or introduced himself when my service advisor asked him to come over and talk to me. I had to reach out my hand to him and introduce myself. By the way - $135 diagnostic fee? who do you think you are, Maserati? Even Acura only charges $85 for diagnostics. Get over yourself, focus on making a good product, and train your service staff! More

Terrible management I took my vehicle for brake service only to have it returned to me with the brake light on....After several attempts to find the problem an me paying I took my vehicle for brake service only to have it returned to me with the brake light on....After several attempts to find the problem an me paying for parts, my brake light to this day stills comes on an goes off. After making a formal complaint the manager put my name an address in some form of a file to be refused Sr vice in the future because she didn't like my comments that I made on a Google review od the service I received. SMH....this is ridiculous being I've done business for over 30 years with this dealetship, purchased 2 brand new vehicles an both serviced at this dealership.....no problems in the past like this....the difference is the service department leadership. More

Great experience No hard sales tatics, Rocco listened to our budget and what we were looking for, great customer service. He Made the purchase easy, great customer ser No hard sales tatics, Rocco listened to our budget and what we were looking for, great customer service. He Made the purchase easy, great customer service. Louis in fi ace was great too. More

Bad service experience I made a service appointment on September 26 at 11:15 am for a nail in my tire. The service adviser Nathan who I was told to ask for was not availabl I made a service appointment on September 26 at 11:15 am for a nail in my tire. The service adviser Nathan who I was told to ask for was not available so Robbie helped me. Because I made an appointment I assumed the repair would be done in a timely manner. When I looked at my watch and it was 12:55 I decided to reply to the text I received when I first arrived. I asked how much longer it would be but never got a reply. At 1:15 I walked up to Nathan in the serviced lanes and asked about my vehicle. He told me that it was in line and that they had looked at it but could not find the nail so a special tech would have to look at it. I told him that I had marked the tire and showed Robbie where the nail was. So he went to the back and a short time later came back and told me that the foreman was doing a brake job and would get to it when he finishes and I would have to wait. I told him since they had not started on my vehicle bring it to me. I took my vehicle to another tire service center the next morning and got the tire repaired in 30 mins. without making an appointment. I know sometimes work gets backed up but if you make an appointment it shouldn't take more than 2 hours to get a nail out of a tire. More